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Problems with SIM5.1 remote support pack registration

Problems with SIM5.1 remote support pack registration

All,

I am currently trying to configure the HP remote support pack and running into an issue. everything seems to go fine, it passes through all the steps without issue until it get to the registration phase. That's where it fails.

I have attached the registration log from the app but I can't seem to find anything usefull. Our firewall isn't blocking anything from the management server near as I can tell from the firewall logs. Are there some specific ports from the Internet that need to be opened or would I have to NAT to the Management server? Please help, this product has been a pain to get running.
18 REPLIES
Rob Buxton
Honored Contributor

Re: Problems with SIM5.1 remote support pack registration

Do you have a proxy?
Perhaps one that needs authentication?

It does seem to be an issue with getting through to the outside world.

Re: Problems with SIM5.1 remote support pack registration

thank you and yes we do have a proxy, but we don't require the use of the proxy. I would think that if it can pass the communication step, that isn't truly the issue. Of course I could be wrong.

Any more thoughts? thanks.
Rob Buxton
Honored Contributor

Re: Problems with SIM5.1 remote support pack registration

Your infrastructure may be wanting the connection to go via the proxy.
If you don't need authentication then you just need the address of the proxy server, or external gateway and the port to use in the proxy settings for RSM.
Gary Thacker
Occasional Advisor

Re: Problems with SIM5.1 remote support pack registration

Jared,

Have you made any progress on this? I am running into the same problem. Does anyone know what port(s) RSM uses for the communication to HP's database? Does the HP SIM box only need outbound 443 allowed?

Re: Problems with SIM5.1 remote support pack registration

Oddly enough, I think I've run into another issue. It appears as though (and I haven't received difinitive proof from HP on this) but it appears as though for Remote Support to work, SIM and Remote Support have to both be installed on an HP server. This really aggravates me as we have had SIM running on a utility server (which happens to be an IBM) for years. But I think this is why our registration fails everytime is because the process is trying to register a specific HP box (using a serial#) with HP. Of course since it's an IBM, that would fail.

Please anyone tell me if I'm wrong here but that is just plain stupid if it's true. We have hundreds of HP's that we'd like to monitor with this app but we can't because the apps on an IBM. GRRRRRR
Gary Thacker
Occasional Advisor

Re: Problems with SIM5.1 remote support pack registration

Well, I am running it on VM so I am going to try and install it on an HP Proliant (real) server and I'll let you know.
Rob Buxton
Honored Contributor

Re: Problems with SIM5.1 remote support pack registration

My understanding is that there are restrictions about where RSM can run. It needs to be a physical server and I'd guess also an HP one.

I can't lay my hands on where I read this, but there I'm pretty sure Virtual Servers can run HPSIM, but not RSM.

Re: Problems with SIM5.1 remote support pack registration

Yeah, I'm assuming this is the deal. It must try to register using data from the HP server, thus the reason it needs to have Systems Management Homepage installed to get info from the hardware.

Pretty crappy if you ask me. All it does is forward SNMP events and data from servers, why does it have to live on a physical HP? Oh well, seems like the direction HP is going these days.

I've had this confirmed by two techs now at HP (although they generally blame it on something like a virtual server or some other brands hardware). Good luck... For now we won't be using RSM.

Oh and it wasn't clear in the documenation as far as I could see.
Rob Buxton
Honored Contributor

Re: Problems with SIM5.1 remote support pack registration

If you look at the pre-requisites for in chapter 9 of the following document there are a number of must haves. And neither Virtual or Servers from other vendors would match up.

http://docs.hp.com/en/418812-002/418812-002.pdf
Sean Murray_1
Regular Advisor

Re: Problems with SIM5.1 remote support pack registration

I tried the following:

configureProxy â H proxyname 80 RUN_PROXY_AUTHENTICATION

and it comes back telling me:

"usage: configureProxy -H|-A|-R"
-H PROXY_HOST PROXY_PORT [optional:RUN_PROXY_AUTHENTICATION]
-A AUTO_PROXY_URL [optional:RUN_PROXY_AUTHENTICATION]
-R Removes all proxy configuration.

Which is what I am doing.

Anyone know why it will not run?

Thanks,
Sean
Rob Buxton
Honored Contributor

Re: Problems with SIM5.1 remote support pack registration

Hard to say as the forum hasn't handled the translation too well.

The command is:
configureProxy -H [hostname] [yourport] RUN_AUTH

Not sure if that was a -H in your post as it was a bit garbled.
Sean Murray_1
Regular Advisor

Re: Problems with SIM5.1 remote support pack registration

Thanks.

Turns out I am an idiot.
I was not using the brackets as I thought it was there for documentation purposes. LIke sometimes when docs show brackets and such for where to put a keyword, but not actually used.

Sean
Sean Murray_1
Regular Advisor

Re: Problems with SIM5.1 remote support pack registration

Actually, disregard last post..Not using brackets as I shouldn't and it is trying to configure now..Thanks
Gary Thacker
Occasional Advisor

Re: Problems with SIM5.1 remote support pack registration

Well, I installed HP SIM 5.1 on a physical HP box (not virtual) and everything is working fine now.
Birkoff
Occasional Visitor

Re: Problems with SIM5.1 remote support pack registration

I have been struggling with this for 2 days now and am wondering when "everything is working fine".

I am running HPSIM 5.1 inside an ESX guest (w2k3 r2). At first i had some installation problems with the SSM (the installer could not remove a status file in the C: root, but i manually removed the file when the install log said it couldnt and the setup continued)

After the registration process in SSM i have 5 packages available. I installed all 5. Then i logged in to HPSIM and saw the extra column "CW". All devices managed have a question mark in that column.

via "options > Remote Support Configuration and Services" i configured contact details.

On the second tab i can see my 5 physical proliant hosts, but not any of my procurve and san switches. The support obligation column contains a grey icon which means "no rsec results available". When i click the icon i have the ability to check again, but after that finishes there is still data available.

I ran several software status polling, hardware status polling, bi-weekly data collection tasks, but still no result.

i also performed a "Contract and Warranty Data Collection" task for all of the 5 physical machines, but that fails with the following error "There was a problem processing the request. Verify the Remote Support Client service is running, properly configured and that the HP SIM server has access to the internet."

Where should the Remote Support Client be running? on that physical machine?

Were do i get that Remote Support Client of that's the case.

If the above is the result of SSM being installed inside the VM, is it then possible to install only SSM on a physical machine and leaving SIM inside a VM?

For some reason i am unable to reach docs.hp.com for days (from various internet connections) so i have not been able to read all troubleshooting information because google's cache does only so much....

best regards,

Jasper
Gary Thacker
Occasional Advisor

Re: Problems with SIM5.1 remote support pack registration

HP SIM 5.1 did not work for me inside ESX. I was using ESX 3.0.1 running W2k3 Enterprise SP1 as the guest OS and I could not get Remote Support working at all.

I had to try it on a physical box.

I am using a DL360 G3 and I am not encountering the errors I had in the vitrual world.

It is my understanding that you contact HP for support 90 days after install but after that...yes you guessed it....HP will be charging for support for a product that has been out since the Insight Compaq days.
Birkoff
Occasional Visitor

Re: Problems with SIM5.1 remote support pack registration

so you did not get as far as me when installing inside a VM?

how long did it take for the contract/warranty status to appear on your physical box and what steps did you take (and in what order)?

do you also have any other products like procurve switches, san arrays or san switches and does SIM give warranty info for those devices?
Gary Thacker
Occasional Advisor

Re: Problems with SIM5.1 remote support pack registration

After I registered Remote Support, I just performed an "identify system" on all my devices and in about 2 to 5 minutes I had the warranty status button.

I have not added my EVA 4000's yet but a brocade switch was discovered with the correct warranty status.